Service Associate - Guest Service Officer

About the Property

Shangri-La Singapore is set amid 15 acres of greenery, only a short distance from Orchard Road. The hotel offers a calm, refined city stay for business and leisure travellers, with 792 guestrooms and suites spread across three wings. It also includes family-oriented rooms and a range of dedicated amenities designed with families in mind.

At Shangri-La Singapore, the team culture is built on warmth, mutual respect, and sincere care for people. The organisation aims to be an employer of choice by offering strong benefits, a peaceful working environment, a healthy work-life balance, and recognition for good effort.

Role Overview

The Guest Service Officer is responsible for front desk and guest relations support, delivering service in line with the hotel’s quality, performance, and operational standards.

Guest Experience & Service Delivery

• Capture guest preferences, keep them on record, and use them to improve satisfaction.
• Set the standard for positive, memorable guest interactions.
• Gather guest comments and address them quickly, escalating issues when needed.
• Handle every guest interaction with professionalism and close attention.

Arrival & Departure Handling

• Welcome arriving guests to their rooms and explain the facilities available in-room.
• Carry out check-in, check-out, and cashiering duties with accuracy.
• Prepare for daily arrivals and departures, ensuring folios are brought to zero balance.
• Support hotel revenue by promoting upgrades and managing walk-in guests.

Front Office Coordination & Standards

• Keep the reception area and lobby neat and presentable.
• Oversee driveway traffic flow and work closely with the Bellman team.
• Coordinate with other departments for guest arrangements and amenities.
• Draft guest letters for maintenance or repair-related matters.
• Keep daily newspapers and guest amenities listings updated.

Administration & Reporting

• Print trace reports and ensure appropriate follow-up.
• Arrange proper handover to the Security Officer for guests arriving late or departing late.
• Prepare cashiering reports according to hotel procedures.

Safety, Security & Confidentiality

• Follow all health, safety, and security requirements.
• Protect the confidentiality of guest information at all times.
• Comply with key control procedures to safeguard guests and property.

Requirements

• At least 1 year of experience in hospitality or a service-related environment.
• A pleasant personality with a strong service attitude.

Additional Information

The hotel emphasises recognition for effort, a harmonious workplace, and a sincere, family-like culture. No salary, start date, application deadline, or number of openings was provided in the source.